Bosch Group
San, San Francisco, Costa Rica
hace 4 días

Position Summary

The RTA will be responsible for real time monitoring of service levels and site performance during the day to ensure effective management of the incoming and outbound phone, chat, and email volume.

The position will have high visibility into the operations teams.

General Job Responsibilities

  • Daily real-time monitoring of service levels for all queues at all sites.
  • Oversee agent performance from all teams at all sites.
  • Drive real-time adherence to expected capacity against actual performance to achieve service levels and efficiency metric goals.
  • Communicate changes to incoming contact patterns to operations and the broader WFM team.
  • Real-time communication with the WFM team and operations when changes need to be made.
  • Support changes within routing profiles.
  • Build and maintain strong relationships with key stakeholders from all sites to ensure objectives are met.
  • Review and process OT requests in real-time.
  • Aid the WFM team as needed.
  • Review and assign SPT to operations based on current SL’s.
  • Address additional WFM tasks as required.
  • Qualifications

  • Proven strong interpersonal and communication skills with the ability to communicate effectively to a wide range of constituencies in a diverse environment.
  • Decision making and complex problem-solving skills.
  • Proactively gather the right data from appropriate sources, conduct root cause analysis, refer to long term plans and goals, prioritize key factors, and act decisively, promptly, and confidently.
  • Flexible schedule, including nights and weekends as needed.
  • Advanced Microsoft Excel skills.
  • Ability to prioritize and meet tight deadlines.
  • Analytical with attention to detail.
  • Ability to maintain composure in critical situations and communicate clearly with stakeholders.
  • Demonstrate an ability to analyze data, using the data to drive decision-making and implement effective resolutions.
  • Proven ability to build relationships quickly.
  • Advanced student of Industrial Engineering
  • English B2
  • Additional Information

    https : / / / BoschCostaRica

    Reportar esta oferta

    Thank you for reporting this job!

    Your feedback will help us improve the quality of our services.

    Mi Correo Electrónico
    Al hacer clic en la opción "Continuar", doy mi consentimiento para que neuvoo procese mis datos de conformidad con lo establecido en su Política de privacidad . Puedo darme de baja o retirar mi autorización en cualquier momento.
    Formulario de postulación